I've got a knowledgebase set up in Confluence that helpdesk staff can use to find answers to questions from users calling the helpdesk. We want some way to identify pages in the knowledgebase that need further work to improve the information so that it's more likely that the helpdesk staff will be able to find the information they require.
What we are wanting to know is for each of the calls that the helpdesk staff member takes whether the page in the knowledgebase does or doesn't answer the question.
As an example, we've got a page that includes information about parking facilities. So if the helpdesk person gets a call regarding parking, they'll go to that page to find the answer to the question. In some instances, it may have the information being requested, but in other instance, the information may not be there.
I've tried the functionality that allows end users to vote on specific pages or using the Content Survey and Reporting add-on to get feedback from the individual users. However, this functionality is based on the assumption that end users are accessing the knowledgebase and voting on pages. The key point is that they only allow a user to vote once on a page - once they have voted, they can't vote again. But in the situation I've got where it's not individual users but a number of helpdesk staff. We would need to allow the helpdesk staff to vote multiple times on the same pages.
I'd appreciate any thought's from the Atlassian community.
Thanks in advance!
OK - this is where I've got to:
It would be very much appreciated if you could have someway to have an Issue Collector appear on a Confuence page in Confluence OnDemand. I know that it's due to some security issues, but given they are both your products, it would be good if you had some way to achieve this.
Most of us don’t need much convincing that stakeholder management is important. It just makes sense that keeping everyone in-the-know on projects and assigning clearly defined roles is key to having ...
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